Dooney & Bourke, Inc.

Review: My wife received a purse from Dooney as a gift. It was purchased from the Dooney website by my Mother. My wife wanted to exchange the purse because it was the wrong one. It came with no receipt, just an invoice. After trying several Dooney and Bourke stores I was told I had to deal with this matter through the website. When I called the customer service line, I waited 30 minutes to talk to someone. They told me the invoice that I had would be fine to do the exchange, and to mail the purse back. After paying twenty dollars to ship the purse back, Dooney notified me that I needed to send a sales receipt. I now then called the customer service line again, waited another 30 minutes to be told that my Mother was lying, and she did not purchase the purse from Dooney.com because it wasn't coming up in the system. I have spent so much time trying to do a simple task as to exchange a purse for the correct one, and I am not getting any help from the company. What is the point of the customer service if they are no help?Desired Settlement: I would love to have the purse exchanged. The purse my wife wants is the same price as the one I shipped back. It is an even exchange, and Dooney and Bourke will not be losing any money in the exchange. I am not asking for my money back. Just the correct purse is all.

Business

Response:

Customers bag was returned without the packing slip that was enclosed in the box or any information to tie this bag to the purchaser. Therefore, we can not trace this back to the original purchaser at this time. In order to assist the customer, I will need the order number on the packing list and or the name and address of the original purchaser.Attempted to contact customer by phone to no avail.

Review: I ordered
Showing - of
Order Details ?
Order Number: [redacted]
Order Placed: 12/20/
Order Status: Being Processed
Shipped to:
Items:
Order Total:
[redacted] Large Barlow
$
Purchased with dooneypay
I received the product on 12/30/and returned Priority mail day on 12/31/I have been told that they are unable to see the status of my return and they cannot give me any information regarding the statusIf you notice above it Still reflects Being ProcessedI spoke with a Eboni W[redacted] today who said her Supervisor Jennifer says the accounts Dept is backed up and they cannot provide updateThey are unable to tell me if my 2nd payment will be drafted out of my account even though the USPS shows product being received on 01/02/I have never experienced a company that cannot provide any information nor show what's going on with a productI would like to have my funds refunded ASAP and be Done with this company All Together.Desired Settlement: I would to receive my refund and not have my account drafted for an item and no longer haveThis entire process has taken a month and I have Never had this kind of issue from a Large Merchant like this before
Business
Response:
A credit in the amount of was processed on 1/19/

Review: I sent a purse to Dooney & Bourke to have a zipper repaired on August 23, 2014. The repair was supposedly complete on Oct 17, 2014. A representative from the company called me on Oct 20, 2014 to collect new credit card information from me. A charge for $37.50 was authorized the same day. It was a $30 charge for the repair and $7.50 charge for shipping. I was told by the representative that my purse would arrive at my home within 5 to 7 business days. On October 30, 2014, I still had not received the purse. I called and was told that it had been processed for shipping that day and would arrive in 7 to 10 business days. I told them I didn't understand that because my card was already charged and I was told I would have it by now. They assured me I would have my purse in 7-10 business days. On Nov 14, 2014, the purse still had not arrived at my home. I called again and spoke to [redacted] and was told that it had just ben processed for shipment that day. At that point, I demanded to speak to a manager and spoke to [redacted]. She sent a ticket to the "research department" to further investigate where my purse is and why it had not been shipped. She had "no good explanation" for me. She agreed that it was unacceptable. [redacted] also told me that she would call me when she found out this issue. When I spoke to her today, she said they are having some kind of issue printing labels and that several purses are waiting to be shipped since they have switched to a new system. They "have IT working hard on it." Last time I checked, the [redacted] and [redacted] all accept hand-written labels. This is ridiculous! I paid for this service almost a month ago and still have not received the purse.Desired Settlement: I want my purse, obviously. A written apology would be nice. It would be even nicer if the company gave me a refund for at least the $7.50 shipping charge, if not the entire $37.50.

Business

Response:

We sincerely apologize to Ms [redacted]. Our company went through a major upgrade in our systems. While this upgrade will help us to better serve our customers, we did experience some delays in shipping along the way. Unfortunately we could not write out manual labels to ship due to the volume of merchandise we ship on a daily basis and for tracking and customer history.

Ms. [redacted] bag shipped back on [redacted] tracking number [redacted]. We have issued a credit in full for the amount charged for the repair.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to add, however, that to take a month to fix a technical problem in this day and age seems far too long. In addition, the company was rather reactive in their handling of this situation. They could have told me the first time I called to inquire about the problem that it was a tech problem. I find it hard to believe that no one in customer service knew of the problem or that IT did not issue any communication to that effect to their employees. Furthermore, the manager [redacted] who was supposed to call me as soon as she knew something never called me. Not even to let me know the bag was shipped. I hope Dooney&Bourke use this as a learning experience.

Sincerely,

Review: I have placed 2 orders online with Dooney and Bourke on 28 November and 13 December, 2014. To date I have not received any orders. I have contacted them 3 times by email and not had any response. I live in Australia and I am leaving the address I have nominated for delivery in a few weeks so I need this matter resolved as soon as possible. Social media sites discuss many issues with delivery from this company during the Christmas period and it would appear nothing has been resolved in the last weeks. No one appears to be able to get any satisfactory outcome from the company so I am hoping you can resolve this issue.Desired Settlement: Delivery of 2 handbags without further delay would be most appreciated. Thanking you in anticipation of a positive result in this matter.

Business

Response:

We apologize for the inconvenience caused to the customer. We have experienced difficulties with our international shipping carrier. The customer indicated that she would no longer be at the address indicated on the order. We can change the address or cancel the order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Y,ester day I emailed dooney and bourke to cancel both orders. Please can you advise them of my request to cancel the orders. Thank you for your assistance in this matter it is much appreciated.

Sincerely,